What happens in a chargeback
A cardholder raises a dispute through their issuer. The dispute travels through the card scheme to the merchant’s acquirer or payment provider, which notifies the merchant and may debit the amount under its terms.
If the case can be challenged, the merchant normally submits evidence through the provider by the deadline it gives. The issuer or scheme process then determines the outcome. Exact stages and terminology vary.
Read the notice before gathering evidence
Start with the stated reason, transaction, amount and response deadline. A proof-of-delivery pack will not answer a dispute about a cancelled recurring payment; an authentication record will not by itself answer a quality complaint.
Build a reason-specific evidence pack
| Dispute theme | Evidence to investigate |
|---|---|
| Transaction not recognised | Clear billing descriptor, order details, authentication and device or account records. |
| Goods not received | Dispatch record, delivery evidence, address checks and customer messages. |
| Service or quality | Description accepted at sale, fulfilment record and attempts to resolve the complaint. |
| Cancelled or refunded | Cancellation terms, customer request, refund record and dates. |
| Duplicate or incorrect amount | Receipts, order ledger, authorisation and settlement records explaining each charge. |
A disciplined response process
- Log the deadline immediately and work to an earlier internal date.
- Use the acquirer’s current portal and required file format.
- Write a short timeline linking each claim to an exhibit.
- Remove unrelated material and keep personal data proportionate.
- Retain the submission confirmation and final outcome.
- Feed the cause back into checkout, fulfilment or customer service.
Prevention starts before the sale
Use a recognisable billing descriptor, clear product and cancellation terms, accurate delivery promises and prompt refund communication. For online payments, configure authentication and fraud tools with the provider and preserve the resulting records.
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About this guide
Published by Card Payment Connect, an independent card-payment consultancy for UK businesses. Reviewed by Matthew McCarthy, who has worked in UK merchant services for over a decade. Last reviewed 11 September 2026.